Supervisor Airport Services

Job Purpose: Provide independent decision making and strong leadership to the
team , to achieve consistently high quality services to our customers, in
compliance with Standard Operating Procedures (SOP), EKAS Goals and Keys to
Success and KPIs. Support, motivate and mentor others, specifically new
starters. Ensure `real time' deployment of team members at designated area,
and that they adhere to the Safety Policy and Security Standards of the
company.

Job Outline:
Generic
* Ensure availability of full complement of staff (escalating to Resource Allocators where necessary) especially during peak hours. Support, coach, develop and motivate all team members, and peers, to build morale and ensure excellent discipline and grooming standards. Support EK.‎04 & EK.‎05 team members in the achievement of their accountabilities ensuring that they are fully briefed/debriefed in relation to their provision of superior customer service, and maintenance of standards, as per the Standard Operating Procedures (SOP).

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  Support staff performance evaluation process by ensuring reviews are conducted, or contributed to, for team members in accordance with corporate standards and within the stipulated time limit. Establish Development Plans for frontline staff. Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction. Strive with your team to avoid complaints and earn compliments.

  
  


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  Identify system/operational lapses in the service and work towards service improvement by recommending corrective measures whilist preserving customer services standards as well as on-time performance.

  
  


• Gates


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  On arrival flights, check for availability of stipulated facilities eg baby strollers, arrival staff in rotunda, positioning of staff to meet special needs passengers etc.

  
  


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  Ensure standard operating procedures are followed at all times by close supervision of the boarding process eg pre-boarding checks/announcements, zone boarding, document checks, hand baggage collection etc.

  
  


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  Communicates with various other EKAS and dnata sections on operational problems as well as in ensuring an on-time departure eg Dispatcher, Hub Control, Transfer Desk etc

  
  


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  Ensure flight safety and security through maintaining strict control over APP/API checks, flight coupon reconciliation and head count confirmation.

  
  


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  Assist the Ground Dispatcher with positioning and removal of aerobridge on both arrival and departure flights as per standard operating procedure.

  
  


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  With minimal escalation to Duty Officers, manage stressful departure situations at the gate, including denied boarding and downgrading of passengers, gate changes and flight delays, short/rush connections and off-loading of passengers. Wherever possible, these situations must be handled, preserving customer service standards and on-time performance. Ensure immediate follow-up actions are taken, where required, in effort to recover the service.

  
  


• STPC - Airport Hotel


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  Ensure that all facilities, manpower, equipment, are prepared to offer the highest level of Customer Service to all EK passengers at ‎95% of time.

  
  


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  Ensure that the daily activities of the airport hotel, such as room utilisation at the EK wing, rooms used at other hotels, are reported to ASO correctly and on time at ‎100% of time.

  
  


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  Ensure that all outstations request, inquiries and message received either by telex or on the queue are dealt within ‎10 minutes of time of being receipt of inquiries at ‎100% of time.

  
  


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  Ensure that any fault in equipment or reported and action taken to rectify the fault within two hours at ‎100% of times.

  
  


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  Excerise speedy service recovery steps in any case of product/ service failure, errors by out stations/travel agents etc, to ensure customer satisfaction at ‎100% of times and report details to ASO within ‎24 hours.

  
  


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  Ensure that EK investment in the EK wing at the airport hotel is protected through strict appliance of STPC rules, and priority of utilisation of rooms at ‎100% of times.

  
  


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  Provide daily report on utilisation of rooms at the EK wing and other hotels for STPC by out stations and any other rooms usage at ‎100 % of times. Provide monthly report about discrepancies of all concern by 5th day of every month.

  
  


• Baggage Services


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  Ensure that the passengers are assisted on arrival in a professional and timely manner for their mishandled baggage and that property irregularity reports are raised. This is achieved by informing the passengers later on by telephone or in person at regular intervals regarding the status of their missing bags.

  
  


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  Control the whole baggage arrivals ie., Baggage stores, PIR counter , Call Centre & Delivery Counter ensuring that staff resources are efficiently deployed to meet peak demand.

  
  


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  Co-ordinate with Customer Affairs , EK Airport Services ( head Office & outstation ) EK on-line and off-line stations, Group Security and other Group departments, especially DNATA Airport Services concerning day to day problems and complaints pertaining to mishandled baggage, to ensure that solutions are found and implemented, in order to minimise EK financial expenditure relating to claims.

  
  


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  Approve interim relief payments within the established baggage compensation policy, handles all operational and administrative matters including petty cash float and the cost effective use of transport to deliver bags to their respective owners within UAE.

  
  


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  Ensure all unclaimed bags are updated in World Tracer System within ‎4 hours of the flight arrival and stored safely for delivery or dispatch against the claims following the security/customs regulations and procedures of EK , UL and code share airlines.

  
  


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  Monitor primary baggage tracing (first ‎10 days) in world tracer and ensures that all baggage tracing action is thoroughly conducted before handing over files to CBTO ( Central Baggage Tracing Office ) for secondary tracing so that the passenger claims inconvenienced is minimised.

  
  


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  Highlight service and product flaws, adverse trends and arrival baggage (to baggage carousels) delivery performance, to baggage services Manager so that service improvements can be initiated where required.

  
  


• Quick Transfer Unit - Ramp


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  Co-ordinate and monitors operational activities between different departments, EK and DN Baggage Services/DN Ramp Handling to ensure service delivery standards are met and appropriate action taken with regards to any abnormalities/discrepancies.

  
  


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  Act as Emirates Airline Ramp Representative on a shift basis interacting with all concerned departments to try and meet the specific requirements and to ensure that all operational issues are dealt with and resolved without major disruptions to the operations.

  
  


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  Monitor the baggage carousel at the concourse/Hall D and liaise with the Baggage Handling Systems team. This would involve monitoring baggage make-up units at QTU/Departure halls with the aim of co-ordinating and ensuring efficient running of operations.

  
  


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  Liaise with Hub Control Centre/Transfer Desk/GTL's in case of disruptions/re-routings/improper K-Edits' in order to ensure that the bags travel on the same flight along with the passengers in order to maintain quality service to customers.

  
  


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  Monitor aircraft stands and ensure proper equipment and manpower are provided by Dnata to perform proper handling as per laid down standards.

  
  


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  Provide operational management (MAS/ASM) with reports of any/all irregularities faced during the shift and to prepare written reports for the administrative management where such has been identified as requiring follow-up.

  
  

Qualifications & Experience: Airport Operations. Ground Dispatch : ‎5+ Years

‎10 Years schooling or equivalent :

Experience in Airport Operations
Knowledge/skills:
EKAS Leadership Foundation Certificate preferable (for internal candidates)
A valid Aerobridge License preferable for the Gates role (Safety Sensitive)
Experience in customer services supervisory role, preferably with a major
airline
Leadership Role: NO
Safety Sensitive Role: No

Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.